Contact Center

What is a customer hub? And why do you need one?

Published on: August 27, 2015
Author: Steve Nattress

When customer service first rose to prominence within organisations it was straightforward to define. It was a physical department, normally including a call centre, that dealt with all incoming customer communications (mainly via telephone and letter), and provided help and support. As the number of channels used by customers began to expand, the web, email...

The need for digital transformation in retail

Published on: August 21, 2015
Author: Eptica

In a fast-moving and ultra-competitive market such as retail, companies are continually looking to differentiate themselves from rivals. To achieve this they are increasingly embarking on digital transformation programs, moving to a multichannel approach that is more efficient and flexible, while delivering a better customer experience...

Robots – the future of customer service?

Published on: August 19, 2015
Author: Derek Lewis

Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. This was backed up by Eptica’s study ‘The Power of Linguistics: Consumers vs. Agents: Can the Gap be closed?’, which found that nearly a third (31%) of consumers...

The 10 steps to digital customer experience success in banking

Published on: August 14, 2015
Author: Pauline Ashenden - Demand Generation Manager

Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives.Three factors have dramatically changed this. Firstly, new channels such as the internet have transformed how consumers interact with their banks, while increasing the range of services that they can carry out themsel...

The importance of emotion to customer engagement

Published on: August 12, 2015
Author: Steve Nattress

Many studies show that people are much more emotional and less rational than we like to think. Research by Nobel prize-winning psychologist Daniel Kahneman, indicates that we have an intuitive, emotional side and a rational side when we are making decisions – and the rational side is less influential. Similarly, Steve Peters, a high profile sports psychiatrist and author...

Moving from phone to email – the lessons for US customer service

Published on: August 07, 2015
Author: Olivier Njamfa - CEO & Co-Founder

Between different countries and demographic groups there is an enormous variation in which channels consumers prefer to use to contact organizations, particularly for customer service. In this multichannel world, companies need to offer all relevant channels, but also have to understand which best fits their requirements of their key demographic groups, so they ensure they deliver superior service...

Moving from Customer Experience Laggard to Leader

Published on: August 05, 2015
Author: Dharmesh Ghedia

Being able to deliver a superior customer experience can potentially transform your company’s business. It can help to differentiate you from competitors, increase customer loyalty and ultimately help to drive sales and boost revenues. So how do you go from being a customer service laggard to achieving a leadership position – and then ensuring you remain there?

Are APAC health insurers delivering multichannel service to customers?

Published on: August 05, 2015
Author: Vincent Giraud - Business Development Manager

Health insurance is a rapidly growing market across Asia Pacific. The rise of a more affluent middle class and gaps in public healthcare mean that more and more people are now looking to private health insurers to provide for their needs.How consumers research and buy insurance policies, and then interact with insurers, is also changing fast, moving to a digital and multichannel world. Today, ...

How switched on is utility customer service?

Published on: July 31, 2015
Author: Pauline Ashenden - Demand Generation Manager

In a sector where it can be difficult to differentiate between suppliers, delivering superior customer service is increasingly vital for utilities. And as a regulated industry, it is closely watched by government and consumer groups, facing large fines for poor customer service and misselling. Last year the UK government acted to simplify tariffs and make it easier for customers to switch...

How to make customer experience improvement a continuous process

Published on: July 27, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

Today, all organizations understand the importance of improving the customer experience they provide if they want to succeed in winning business and increasing loyalty. The customer experience should be improved constantly, otherwise even once leading companies will simply fall behind their competitors and customers will move elsewhere.Companies require an effective management process to...

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